Customer Experience Research Manager

Job description

Job description

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions. We are currently seeking an experienced professional to join our team in the role of Customer Experience Research Manager

Principal responsibilities

·  Aggregating existing research, data and trends into useful and actionable outputs
·  Planning, conducting and synthesising qualitative research activities to inform decision making on CX strategy and digital design projects.
·  Collaborating with product teams to map assumptions and hypotheses about customers and their needs and create research briefs.
·  Prioritising with CX and product stakeholders to build and maintain a research backlog.
·  Assist in delivering training to non-researchers to understand the differences in different research approaches and participating in design research activities to ensure valid conclusions are made.
·  Ensuring data is managed in line with HSBC policies and ethical practice.
·  Managing resources to achieve business targets / objectives.
·  Show agility and creativity in integrating design research into the work, simultaneously offering critique and new possibilities based on reasonable constraints.

Requirements

·  Experience of conducting remote research and facilitating activities with remote teams.
·  At least 2 years experience of at least 2 of the following Design research specialisms (Behavioral economic and behavior change; Anthropology/ethnography; Co-creation UX/Usability research; Quantitative research and statistics; Eye-tracking; Data science)
·  Knowledge of a wide range of qualitative and quantitative research methodologies and able to help teams scope, plan and conduct research activities within the constraints of the project.
·  Strong listening and observation skills
·  Knowledge of tools and techniques to build empathy, and ensure insights are actioned
·  Able to facilitate group analysis and interpretation of findings.
·  Experience of advocating for design research activities.
·  Strong storytelling and communication skills
·  Experience of presenting to senior stakeholders and Excellent English language proficiency

You’ll achieve more when you join HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

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